AYANDA MABINDISA
Sandton
Summary
Results-driven Operations, Customer Experience and Quality Manager with over 10 years' experience in the insurance industry, leading operational teams and driving service excellence. Experienced in developing customer experience strategies, implementing quality assurance frameworks, improving operational processes, and leading high-performing teams.
Overview
12
12
years of professional experience
Work History
Customer Experience & Quality Manager
Capital Legacy
02.2026 - Current
- Established CX and Quality function; managed 2,700+ complaints, achieving 86% resolution within 5 business days; implemented reporting dashboards and QA frameworks to improve visibility and accountability.
- Led Customer Experience and Quality function across Life Operations; established QA frameworks and managed complaint analysis and reporting to enhance service delivery; partnered with cross-functional teams to develop KPIs and drive process improvements.
- Led root cause analysis investigations for product failures, formulating robust solutions to prevent recurrence and maintain customer trust.
- Applied Quality Assurance (QA) methodologies to measure output quality.
- Implemented improved policies and plans to enhance operational processes.
Underwriting Agent Team Leader
Capital Legacy
11.2020 - 01.2026
- Managed underwriting support operations, ensuring compliance and fostering stakeholder relationships while coaching team performance.
- Delivered onboarding and training programmes, enhancing team collaboration and improving turnaround times.
- Developed and maintained strong relationships with clients to build trust and loyalty.
- Delivered exceptional customer service to ensure client satisfaction and repeat business.
- Maintained accurate records of all transactions, client communications, and contracts.
Booking Agent Team Leader
Capital Legacy
03.2017 - 01.2020
- Led multi-provincial team, streamlined processes, and coached staff to enhance team effectiveness.
- Maintained strong pipeline activity to support consultant productivity
- Implemented communication standards to enhance client experience and clarity
- Coached and developed team members to meet performance and service targets
- Improved booking processes to increase efficiency and output
Claims Assistant
St Paul Underwriting Managers
01.2015 - 01.2016
- Processed insurance claims to facilitate timely resolutions for clients and supported customer service operations to enhance client satisfaction.
- Guided clients through the claims process with professionalism
- Ensured timely and accurate claim payouts
- Supported front-desk operations to maintain efficiency
Education
National Senior Certificate -
Bracken High School
Alberton, GP01-2014
Skills
- Customer Experience Strategy
- Quality Assurance
- Continuous Improvement
- Operations Management
- KPI Reporting
- Complaint management
- Stakeholder Management
- Regulatory Compliance
- Team Leadership
- Microsoft Office
Languages
English
Proficient
C2
Afrikaans
Intermediate
B1
Timeline
Customer Experience & Quality Manager
Capital Legacy
02.2026 - Current
Underwriting Agent Team Leader
Capital Legacy
11.2020 - 01.2026
Booking Agent Team Leader
Capital Legacy
03.2017 - 01.2020
Claims Assistant
St Paul Underwriting Managers
01.2015 - 01.2016
National Senior Certificate -
Bracken High School